COASTAL HEATING & AIR CONDITIONING

During routine preventative maintenance on my system, the technician broke a feeding tube to my humidifier when removing the cover. Rather than offering to replace the part, the Manager, Adam, quoted me $292 (the cost of the part is $16 - vendor photo provided) offering no alternative solution to the problem. He described the part as a "small, brittle piece of plastic" and then asserted that he would not accommodate the $292 repair unless I was willing to pay the full amount. Upon completion of the service, I was asked to sign the invoice and provide an additional signature stating that I was satisfied with the service. I said I would not sign that until the broken feeding tube was replaced and my humidifier was operational. Shortly after, I received an electric copy of the invoice and discovered that the technician had signed in my place that the service had been satisfactory (photo provided).

Never, ever hire Coastal. For our new house installation, they put in different equipment than specified, couldn't figure out how to configure it right and just gave up. The system runs all the time for what was supposed to be a high efficiency system! Got the owner Erik involved and no resolution. Company culture starts at the top...

This was as seamless a process as we have experienced in our many years as homeowners. From initial contact by Kyle, the sales rep, to the delivery and installation by the installation team, this major project was without drama or hiccups. The material arrived on time as promised, which, in itself was a pleasant surprise. The installers arrived exactly on time and had all of the tools and skill required to get the work They were courteous, quiet and helpful the entire time. Plus, they cleaned up. Overall, an excellent job.

The game technician came with the wrong instructions so was not prepared for the work. Everyone makes mistakes. Quality shows in how you deal with the mistake. Here, Coastal refunded the service charge when I called and explained what happened. Obvious quality.

Service was excellent and we really like the technician.

Perfectly. Clean, polite, professional. Philip came out a couple of times to discuss options in advance of the new system installation. He understood why we were not getting enough air return and installed an additional return duct.

New unit 5800.00 service contract:$279 a year Last year paid out$439.00 This year : $441.00 Manufacturer issue but this dealer won't cover and represent this customer. They duct taped the problem instead of replacing! I'm being ripped off

We've used them for years. They've been fine for us. They failed to put a filter in one time. They also didn't close out some permits when we got a new heating system. Other than that, they've been fine. We haven't used anybody else for years. It was reasonable whatever it was.

unknown

Heating and Air Conditioning is one of my least enjoyable projects.
Finding a Dependable HVAC Contractor...
Well...
I would prefer a Root Canal without sedation.
 
Winter start up of my HVAC system found a replacement was needed for an old Bryant (AprilAire) Humidifier.
Being somewhat handy, I ordered an AprilAire 700A unit.
As this was an Apples to Apples replacement, I dove right in.
A few minor modifications (prior installer hooked to the cold water...oops?) later,
I was ready to complete the electrical install.
Well, we are all not getting any younger, and...having recently undergone back surgery...
I found it simply impossible to get down (and back up) from the floor (where the circuit board was located).
Checked the Dealer Directory for AprilAire and COASTAL was the closest.
Sent an E-Mail Sunday night, Received a phone call Monday morning from BOB HARRISON.
Explained my dilemma, and...he said he could have a tech come out Wednesday (48 hours) at 8AM.
His unseen, guesstimate, was for 2 hours labor to complete (and inspect my work) $250.00
OK,
At 0755, Omar knocks on the front door.
On time, Professionally dressed, Articulate, etc, etc.
After a few "Why did they do thats" regarding the previous install...
2 hours and 5 minutes later ...Omar (after correcting an owner/installer goof) had completed his task.
"Lets give it a week and make sure it is performing correctly"
Cost $250.00
So far the system is functioning perfectly.
I do not expect any issues,
But...
If they arise, I am confident COASTAL will address them in a timely manner.
When it comes time to replace my HVAC system,
COASTAL will be my FIRST CHOICE.
Thanks.

I had called Coastal to do a routine check on the HVAC in the home I have recently purchased. The night before the scheduled maintenance - my AC went out - talk about fortuitous timing!  Wes came, diagnosed the problem, checked all systems, provided new filters. The call was quick considering the outage was a bit of a puzzlement - turned out to be fuses too weak to power machine.  He patiently answered my questions - including those about the new fangled programmable thermostat I had inherited. He charged up the machine.  I had thought to purchase a service contract from them and once  I experienced their professionalism I decided to go ahead and purchase their platinum plan. I was very happy with the service and will be requesting Wes in the future for my quirky little place.

unknown

unknown

The initial call was placed May 11th, after describing the request for service, they checked and since I was not a contract customer the earliest day they offered was June 5th.  Since the larger unit was working I was willing to wait and not be charged as an emergency.  On the 5th, the serviceman showed up at 3:40pm, I was expecting an afternoon visit but was surprised how late, didn't matter as long as everything got fixed, right?  The serviceman was very courteous and polite, he started with the main unit, and while I didn't watch watch the servicing the invoice states as best as I can read "Complete Cod Per on AC Unit, Flushed Drain Line CK Rerigerant and Operations and Controls.  Ck Filter.  All OK."  For this I was charged $120.  Ok.
For the other system that wasn't cooling under Work to Be Performed:  "No AC", the Description of Work Performed:  "Found Unit Low On Refrigerant Charged System and CH Operations.  All OK.  For this I was charge $89 Diagnostic Fee, 1lb of R22@$90, 1lb of R22@$80, minus a $40 coupon for a total of $138 (?!).  Grand total for this unit was $227.
The service man was there for less than 1 hour total.  Seems like a lot of money for a short time, but as long as both units work,  that's ok.  Well there's the problem:  One week later (today) - the second unit is not cooling.  I've left a message with their machine (it's a Saturday and I don't want to get socked with an Emergency charge), we will see what happens.
A little twist to the story... talking to my wife after the fact she expressed surprise that I had even called Coastal in the first place.  I said, why?  She says don't you remember the last time you called them?   Ummm... no I didn't.  She said that immediately after the serviceman left the unit wasn't working.  They had to get a second serviceman out there who pointed out that the unit had been overcharged to the point of non-operation.  I hadn't remembered - obviously.
They have a chance to get this right - I will report back on how it goes - stay tuned.

unknown

One month later, everything works fine.  Installation was done very professionally and cleanly.  Apparently even the building inspector was impressed by the workmanship of the installation.  Installers were personable, punctual, and professional, and cleaned up after themselves. 

Customer service was excellent. The technician diagnosed a faulty fuse, replaced it and tested the system within a short time. The house was warmed up by the time the kids were home from school, which was a huge relief.

unknown

unknown

I just had Coastal install a unit at a second rental property. I had 4 installers come out and give me quotes and Coastal was by far the best price. My first unit was installed properly and works great. So I had confidence in them to do a second unit. I feel Coastal goes the extra mile. They give you a 2 year labor warranty vs 1 or none that the others give (which is at the discretion of the installer, not the manufacturer like the coil and parts warranties). They also throw in a years maintenance contract also (which is standard amongst installers). Everyone at Coastal was extremely polite and professional. I will definitely use Coastal again if any of the other units in my properties go bad.

I have had An service contract since 1998.

.

They were nice.  I just liked the way they responded to phone calls.  It was like talking to real people.  They were very informative and very knowledgeable about what they were doing.  They were easy to talk to.  Price wise they were pretty much average, there was no special deal.  I was pretty satisfied with them.

Within 2 hrs of calling Coastal, there was a technician on site as promised. He analyzed the malfunctioning system, located the problem and then proceeded to check out the remaining systems. He found that another was failing as well and repaired that too! I was so impressed with his professionalism that I established an annual maintenance contract with the company. The receptionist, everyone. . .they are all super!!!!

Adam was on time, courteous, explained what he was doing at every point. I especially appreciated being shown why he had to change the incorrect part - and what may happen if it was left in place.  He was knowledgeable about our heating and cooling systems, explained cost options for the contract. Did not pressure me for anything.
After he left, the gate was closed, the lights were off, the thermostat was back where I had it set - there was not trace that anyone had been there except for the paperwork on the counter. 
Most pleasantly surprised by the prices, and NO PRESSURE TO BUY MORE STUFF!!! What is covered in the preseason checkup far exceeded the services we received with our old contractor. We have signed a service contract with Coastal and plan to use them from now on. I was quite impressed with the differences in company policy and felt that I am dealing with a contractor with integrity. I asked about some things our old contractor had said we needed - and was politely told - no, not really in need of those things. 
I love honesty and realism!